In one day, I had three disturbing customer service exchanges that left me wondering ~ why are some businesses making this harder than it has to be? Three different businesses: a bank, a retail business, and an airline. One very clear take away, I felt invisible. Each exchange was smothered in handling the process and moving things to closure, vs. recognizing the person in front of them in need of help.
Recently, I personally had a not even close to satisfying customer service experience at a place where they boast they deliver, "The Luxury Hotel Experience," with "Unparalleled Service." Sadly, they over promised and way under delivered. This experience (or lack there of) has left me searching for the businesses that get and deliver a Customer Centric Experience. (The sad puppy eyes tell all...)
Do I start with what Customer Centric means, because I feel like there are a lot of companies out there that give this responsibility to the sales and customer service departments only, when in fact, this is the mistake. Real customer-centric businesses invest the whole team focus on supporting their prospective and existing customers.
I was raised to care deeply about the lessons my parents instilled in me in regards to manners. They were completely inflexible about me saying "please" and "thank you." It was expected that I would address adults with terms such as "Yes, sir," "Yes, ma'am," and "Mr." and "Mrs." My mother also taught me how to write a proper thank you note, and to this day, I will still write three paragraphs, just like she taught me. So why do I mention all of this? Where have manners gone? In the hospitality industry, one would hope manners matter and would get the focus it deserves with people serving people. Yet, still, we are often surprised with the poor manners displayed around us in the service industry.
"Manners are a sensitive awareness of the feelings of others. If you have that awareness, you have good manners, no matter what fork you use." Emily Post